6144 Orchard Rd
New Kent VA 23124
C: (804) 651-5163
H: (804) 932-3276
Business Analyst with over 15 years of experience supporting business requirements, solution and
analyzing business operations. Aiming to utilize my strong prioritization skills and analytical ability to
achieve the goals and expectations for the Company. An analytical thinker who can come up with
innovative business solutions to meet a company’s strategic, tactical and operational requirements. I
have a passion for analysis and problem solving and posse extensive skills and experience in using a
wide range of business analysis tools and techniques. I have a track record of meeting the strategic
and operational needs of a business and of delivering more leaner and efficient operations in a timely
manner. Some of my key strengths lie in the ability to get the message across by clearly
communicating and presenting materials across all levels of an organization. Using technology
effectively, understanding issues in depth and meeting client needs without sacrificing deadlines or
Anthem Blue Cross Blue Shield – April 1997-present
Business Analyst - January 2000 – present
Customer Care Representative – December 15, 1997 – January 200
Data Entry Clerk – April 1997 – December 15, 1997
Responsible for a full range of activities that will ensure the operational effectiveness and excellence of
the business. With the Company I have prior experience in working in Operations with data entry,
recovery, claims processing and Call Center experience with strong knowledge of Health Insurance
products, business and HIPAA rules.
Using a wide range of techniques to capture and maintain business requirements which
include High level, functional, non- functional, usability, testing, data and security
Working with business owners and Information Technology to develop solutions.
Assisting in the preparation of business proposals.
Documenting, testing and implementing system changes and updates.
Translate stakeholder requirements into over 10 different tangible deliverables such as
functional specifications, user cases, user stories, workflow/process diagrams, data
flow/data model diagrams
Lead and Facilitate Meetings utilizing Live Meetings to share documentation.
Able to read COBOL to preform analysis to help understand what the system is currently
doing and what will need to change based on business need.
Defining project scope and objectives for Small System changes with Operations.
Ability to create Process and system flows
Create business processes with Operational areas to roll out with the changes that will
Making sure that all tests are conducted and documented according the standards agreed
Proficient in Microsoft Office programs.
Identifying and managing any anticipated resistance or risks.
Involved in the definition of roles and responsibilities.
Ability to write SQL queries to help with reporting and research for Operations
Business Liaison with Vendors and Anthem including Production support
Meeting with project teams to review deliverables and deadlines.
Business Analyst Lead experience to assist the Project Managers.
Production Support in business analyst role to help research and identify the issues to turn
over to the IT resources.
SKILLS AND COMPETENCIES
Presenting information in an intelligent and clear way in order to communicate project
Possess knowledge of data modelling.
Commercial experience, skills & knowledge.
Experience across the full development lifecycle.
Familiarity with project management methodology.
Experience in working with stakeholders across a range of levels.
Improving business processes.
Understanding conceptual ideas.
Microsoft – Excel, Power Point, Visio, Word, MS Project, MS One Note, MS Live Meeting
AQT – Advanced Query Tool
Willing at short notice to travel and work across sites.
Able to foster a positive working environment with fellow work colleagues.
Ability to quickly learn, understands, and applies new technologies.
Alamo Rental Car – September 1993 – January 1997
Responsible for supervising customer service agents and working Front line serving customers. Train
and mentors employees on how to deliver the best customer service possible.
Investigate customer's problems and find solutions.
Communicate with customers via phone, in person, or letter.
Hire, train, and terminate customer service agents.
Handle major incidents that cannot be resolved by agents.
Resolve complaints and order issues.
Keep abreast of new company products and services.
Issue refunds to customers.
Oversee product exchanges and returns.
Analyze data and statistics for reporting to upper management on a monthly basis.
Isolate and identify areas of improvement.
Train agents on how to adequately address problem over the phone or in person
Work with management on customer service initiatives.
Supervise customer service managerial staff.
Henrico Health Care – June 1992- September 1993
Helps patients by supporting personal hygiene and daily living needs; providing comfort,
transportation, and vital sign monitoring.
Provides patients' personal hygiene by giving bedpans, urinals, baths, backrubs, shampoos, and
shaves; assisting with travel to the bathroom; helping with showers and baths.
Provides for activities of daily living by assisting with serving meals, feeding patients as
necessary; ambulating, turning, and positioning patients; providing fresh water and nourishment
Provides adjunct care by administering nonsterile dressings, surgical preps, ice packs, heat
treatments, sitz and therapeutic baths; applying restraints.
Maintains patient stability by checking vital signs and weight; testing urine; recording intake and
Provides patient comfort by utilizing resources and materials; transporting patients; answering
patients' call lights and requests; reporting observations of the patient to nursing supervisor.
Documents actions by completing forms, reports, logs, and records.
Maintains work operations by following policies and procedures.
Protects organization's value by keeping patient information confidential.
Serves and protects the hospital community by adhering to professional standards, hospital
policies and procedures, federal, state, and local requirements.
Updates job knowledge by participating in educational opportunities; reading professional
publications; participating in professional organizations; maintaining licensure.
Highland Springs High School 21 credit Diploma 1990-1993
Bon Secours School of Nursing – Certified Nurse Assistant – 1992-1993
University of Colorado at Denver – Business Analyst Certification – June 2004
Z/OS JCL course – May 2005
Cobol Program course – September 2005
Easytrieve Plus – November 2005
1. Shannon Elrod – Registered Nurse - Known for 34 years. (804) 690-6708
2. Barbara Brown – Billing Coordinator – Known for 10 years. (804) 901-8026
3. Wendy Bowles – Billing Coordinator – Known for 18 years (804) 247-2987
4. Carol Elrod – RN – Director of Nursing – Known for 34 years. (804) 737-6402
5. Laurie Dewitt – Manger – Known for 15 years. (804) 339-9605